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What is Your Customer Service Missing?

Customer service is a valuable link between you and your customers. They count on you to respond to customer questions, answer inventory queries, place accurate orders, and resolve issues as they emerge. Do these things with a smile on your face, and you can have a customer for life. Effective customer service tends to build trust and can turn a one-off transaction into a long-term relationship. But miss a step, and you could lose out.

In other words, customer service is the backbone of almost every company, but it's easy to let it slip and not put enough emphasis on it. Instead of trying to handle all this in-house, many companies opt to hire a third-party firm, like The Apparel Logistics Group (TALG), to provide top-notch customer service.

Here are some common customer service faux pas and how hiring TALG can help.

Ignoring Social Media

“Ignoring the Internet [and social media] is madness,” says designer Diane von Furstenberg – and we couldn’t agree more. When you ignore social media, you are ignoring a conversation among potentially millions of people, some of whom may be voicing complaints. Taking a proactive stance in addressing these issues and using the medium to put a human voice behind a brand is how you build advocates. Within the first year of adopting a stronger social media presence, Diane Von Furstenberg saw an increase of 13 percent in sales. Your company can enjoy the same success with the first customer service team.

Failing to Follow-Up

When you fail to follow-up, you fail to complete the conversation. That might not seem like an issue when the customer is delighted, but what if he or she isn’t? It’s like not getting closure after a break-up! Failing to follow-up, be it after a lackluster or emotionally-charged end, not only leaves your customers dissatisfied but also is a missed opportunity for your company to learn how to build client loyalty. When you outsource your customer service, you don’t have to worry about it. Every complaint or customer contact will be followed up on and resolved as best as possible.

Being Generic

Another common customer service faux pas is being generic. Everyone likes authenticity. If you are responding to customer questions and comments with the same blanket form, you are not holding up your end of the conversation. Customers like to know they are speaking to someone who “gets” what they are talking about, and automated or template responses fly completely in the face of that. Don’t be a company that takes the easy way out. Hire a firm like TALG and give your customers what they want – a recognized voice.

At The Apparel Logistics Group, we understand that customer service makes the company, and we can take the pressure off. We offer services to help you manage your apparel customer service as well as gather data about those dealings so that you can be better informed about what your customers need and want. Contact us today for a free consultation!

Posted: 9/16/2015 3:45:54 PM by Global Administrator | with 0 comments


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